• Application Deadline:
• Position: L1/L2 IT Support Engineer



• Job Type Full Time



• Qualification BA/BSc/HND , OND



• Experience 2 - 5 years



• Location Lagos




• Job Field ICT / Computer 
  
  

Job Summary

• The L1/L2 IT Support Engineer is responsible for providing first and second-level technical support to end users, ensuring smooth operation of IT systems, hardware, software, and network infrastructure.


• The role involves troubleshooting technical issues, managing user requests, supporting IT infrastructure, and escalating complex incidents when necessary.

Key Responsibilities

Technical Support (L1 Support):

• Provide first-level support for hardware, software, network, and system-related issues.


• Respond to IT helpdesk tickets, emails, and phone support requests.


• Install, configure, and troubleshoot desktops, laptops, printers, and mobile devices.


• Perform user account setup, password resets, and access management.


• Support Microsoft Windows, Office applications, and enterprise software.


• Assist users with VPN connectivity and remote access issues.


• Document incidents, solutions, and troubleshooting steps.

Advanced Support (L2 Support):

• Diagnose and resolve complex technical issues escalated from L1.


• Manage Active Directory user administration and group policies.


• Troubleshoot LAN/WAN connectivity, Wi-Fi issues, and network devices.


• Support server environments and shared resources.


• Configure and maintain email systems (Microsoft 365/Exchange).


• Perform system updates, patches, and security compliance checks.


• Monitor system performance and recommend improvements.

Infrastructure & Systems Management:

• Maintain IT asset inventory and lifecycle management.


• Support backup and recovery procedures.


• Assist in system deployments, migrations, and upgrades.


• Ensure endpoint security and antivirus compliance.


• Support cloud platforms and collaboration tools.

Documentation & Reporting:

• Maintain knowledge base articles and user guides.


• Prepare incident reports and resolution summaries.


• Track SLA compliance and ticket resolution timelines.

User Support & Training:

• Provide end-user training and onboarding IT setup.


• Support meeting room technology and conferencing systems.


• Educate users on IT security best practices.

Required Qualifications

• Bachelor’s Degree or Diploma in Computer Science, Information Technology, or related field.


• 2–5 years’ experience in IT Support or Helpdesk environment.


• Experience providing L1 and L2 technical support.

Technical Skills:

• Windows OS & Microsoft Office 365 Administration


• Active Directory & User Access Management


• Networking fundamentals (TCP/IP, DNS, DHCP)


• Hardware & Software troubleshooting


• Remote desktop support tools


• VPN configuration & troubleshooting


• Printer and peripheral support


• Basic server administration


• IT ticketing systems (ServiceNow, Jira, Zendesk, Freshservice).

Soft Skills:

• Strong problem-solving and analytical skills


• Excellent communication and customer service skills


• Ability to multitask and prioritize issues


• Documentation and reporting skills


• Team collaboration and stakeholder engagement.